888-348-2371  M-F 8:30am-7pm EST
Save 15% with Code MERRY15 - Free 2-Day Shipping on Gift Cards $250 or More

Frequently Asked Questions

If you cannot find the information you are looking for, please visit our Help Center.

Fabric and Materials

How much fabric do I supply if I opt to supply my own fabric?

Add your item with COM fabric to your cart. Once in your cart, click "Show details" for your COM item, and you will see the amount of fabric to send for your item(s).

How can I order fabric by the yard or fabric samples?

To order fabric samples, click the "Sample" tab on the top menu while viewing the fabric of your choice in our Fabric Selection Tool. From there you will be able to cart your sample. You may also purchase fabrics by the yard by clicking the "Order" button on the top menu.

Because of variations from one computer screen to another, it's difficult to precisely match fabric colour on our website. We suggest that you purchase fabric samples if colour matching is important to your individual buying decision.

How do I find matching or coordinating fabrics?

Select a fabric in the fabric selection tool and click the "Collections" tab. Coordinating fabrics matching the fabric you have selected will be shown. If there is no "Collections" tab, no coordinating fabrics have been selected for this fabric, but there may still be coordinating options available. Contact our customer service department for assistance in coordinating fabrics.

Why acrylic fabric?

Cushion Source primarily uses Sunbrella solution-dyed acrylic fabrics because they are designed for easy maintenance and many years of use. Solution-dying is the process of adding colour to acrylic fibers during manufacturing while they are in a liquid state. This characteristic of acrylic fabrics is the key to locking in colour, easy cleaning and long life. For this reason, acrylic fabric offers incredible resistance to stains, weather and wear in any application. Furniture grade acrylic fabric carries a five-year warranty against loss of colour and strength.

How do Sunbrella fabrics lock in colour? Do they provide UV protection?

Sunbrella fabrics are made from 100 percent solution-dyed acrylic yarns. Solution-dying is the process of adding colour to acrylic fibers during manufacturing while they are in a liquid state. This characteristic of Sunbrella fabrics is the key to locking in colour, easy cleaning and long life.

Sunbrella fabrics have been tested and proven to provide up to 98 percent UV protection from the harmful effects of the sun. Whites and lighter coloured fabrics provide less protection than darker fabrics, which have more depth of colour. This protective factor is inherent to the product and will not be reduced by usage and/or fabric exposure to the sun.

Design and Construction

Why can't I choose a pinched join for my chaise / steamer cushion?

Pinched joins are only allowed for chaise and steamer cushions that are less than 4" thick, less than 27" wide, and have squared corners.

Instead of a template, can I send drawing with dimensions?

No. We require a template in order to guarantee your cushion meets your specifications exactly.

Which cushion thickness is best for me?

While we get a lot of questions on what thickness is typical for different furniture styles, this is a very subjective topic mostly driven by personal taste and preference. For dining and folding chairs, most people typically order a 2" thickness (this is called a "pad" rather than a cushion).

Depending on how often you will use the cushions, and your particular comfort choices, you may want to consider 3" or thicker cushions. For larger chairs or benches, thicknesses of 2" and 3" are very common. However, many customers prefer a more plush feel and higher comfort, and they often choose 4" to as much as 8" thicknesses. Thickness is really a personal preference, and we hope these general trends are helpful to you.

How do I order a triangular cushion?

Select the trapezoid shaped cushion under seat or bench cushions and use "0" as the back width.

Should I order ties for my cushion? How long are they and where should they be placed?

If your cushions will get a lot of use and seating traffic, you may want to consider ties to keep them in place and prevent sliding. Usually the most functional placement of cushion ties is in close proximity to the uprights or corner posts of the furniture on which they are being placed. Our cushion ties are approximately 12 inches long. If you would like your cushion ties to be longer or you wish to specify an alternate location for your ties, you can indicate this in the Order Notes section of your order.

Round vs. square cushion corners: Which is best for me?

Although this is a somewhat subjective topic driven by personal taste and preference, the primary consideration you should use is the shape of the furniture on which it will be used. For example, classic dining table chairs with sharp, distinctive corners usually are complemented with square corners. Furniture or seating types with more subtle lines and style are more often complemented with rounded corners. This truly is a personal preference, and we can make your custom cushion in either style. Flat-style cushions with round corners have a 4-inch radius, while tufted style cushions have an 8-inch radius on the round corners.

I want to order a trapezoid cushion with the back side as the longer side. The diagram shows the front side as the longer side.

Enter the dimensions like you want the cushion to be made, even if they are opposite of the diagram. If your back side dimension is longer, the cushion will be made that way. Remember that the zipper will be placed on the back side.

Are all cushions made with zippers?

Unless you specify otherwise, all of our cushions (excluding tufted style) include zippers, which are tastefully located on the back of your custom cushions. Zippers come in white, black or beige and will be used appropriately with fabrics similar in colour. Zippers will wrap 3 inches around each side of your cushion.

Zipper Wrap Around Illustration

For Ottoman, Bar Stool, and Daybed cushions ONLY, the zipper is located on the lower seam and does not wrap around the cushion.

Invisible Zipper Illustration

You may specify an alternate location for your zipper in the Order Notes section of your order. We highly recommend that you avoid removing the cushion covers simply due to the difficulty involved in replacing the filling, especially in larger cushions. Part of the difficulty in this process involves restoring the evenness of the filling, which may result in lumps and other irregularities. Please Note: Our tufted style cushions, which are tufted with either a dart tack or button, DO NOT include zippers.

What types of filling are used in your cushions?

For images and details regarding our filling types, please view our Cushion Filler Information page.

How can I keep the cost of my custom cushions within my budget?

The price of your custom cushions is determined by two factors, the cost of the materials and the labor required to sew the cushion. The following tips will give you some ideas on how to optimize these factors. We strongly recommend that you carefully consider making changes to your custom cushion to avoid purchasing cushions that you are not entirely pleased with.

  • Select a less expensive fabric. The fabric selection tool allows you to select a price range. We also offer some discounted fabrics. Beware that if your cushion is to be used outdoors, you should use a fabric that is rated for outdoor use.
  • Order you cushion without welting, piping, or trim
  • If practical, use a standard shape rather than a custom template. Remember, a triangular cushion is a trapezoid with the short side set to 0 inches.
  • Because of the way we cut our fabric, you can save material costs by making the cushion depth plus the cushion thickness under 26" (i.e. Depth = 21", Thickness = 4")
  • If you are ordering a chaise cushion, select pinched break rather than joining piece. The width must be less than 27" and the thickness less than 4" in order to use a pinched break.
  • If you are ordering a chair seat and back, select "Seat & Back (Connected)" with a pinched join type. The thickness must be less than 5".
  • Do not add fabric ties.
  • Do not order cushions thicker than necessary.

Fabric Care and Cleaning

Do your Sunbrella fabrics dry quickly? Can I put them in the dryer?

Because Sunbrella fabrics are woven, they are also highly breathable, which is why they dry quickly with only air exposure.

It's also important to know that Sunbrella fabrics are treated with a fluorocarbon finish, which enhances water repellency. This finish requires replenishment after vigorous cleaning Sunbrella fabrics do not absorb water and are designed to air-dry very quickly - usually within a matter of minutes. A clothes dryer is not necessary and will often overheat and shrink the fabric.

How often do I need to thoroughly clean the fabric? Can I hose them down?

In most environments, a thorough cleaning will be needed every two to three years. Spot clean only - Do not put cushions or shells in the washing machine. One of the best ways to keep outdoor fabrics looking good and delay the need for deep or vigorous cleaning is to hose fabrics off on a monthly basis with clear water. This practice will help prevent dirt from becoming deeply imbedded in the fabrics and eliminate the need for more frequent vigorous cleanings. In most environments, a thorough cleaning will be needed every two to three years. Always remember to allow the fabrics to air dry after hosing it down.

We suggest that after outdoor fabrics are cleaned, and if they remain exposed to the elements constantly, that you re-treat your outdoor fabrics with a water-repellent treatment, such as 303® High Tech Fabric Guard. More details: Sunbrella Cleaning Guide (PDF 25k)

Get Adobe Reader

How can I clean bird droppings off of my cushions?

For those stains that are beyond our normal care and cleaning instructions, such as bird droppings, roof run-off, acid rain, pollution, rust, tree sap, insect stains, etc., we suggest the following products: 303® Fabric Cleaner, which is recommended by Sunbrella, or an off-the-shelf product, such as Goo Gone Grease Cutter (hand cleaner), Greased Lightning or Clean Rite Purple Power (available at most discount retailers). Rub the product into the fabric to allow penetration. Brush the fabric with a soft brush, rinse THOROUGHLY and repeat if necessary.

In your cleaning instructions you use the term mild or natural soap. What is mild or natural soap?

By "natural soap" we mean Ivory Snow, Dreft or Woolite. These gentle soaps rinse out easily and will not diminish the water-repellent "finish" applied to the fabric. Remember to use cold water and spot clean only, and allow the fabric to air dry. Do not put shell or cushion in washing machine.
After several cleanings you will need to re-treat the fabric with a water-repellent product, such as 303® High Tech Fabric Guard.

Is Sunbrella fabric waterproof or mildew proof?

Sunbrella fabric is not waterproof, but it is water repellent. This means that during the finishing process, a water-repellent finish is applied to the fabric. Normal wear and usage will reduce the effectiveness of this finish, as will cleaning the fabric.

Sunbrella fabrics, if kept clean, will not mildew. An inherent characteristic of acrylic fiber is that it will not support the growth of mildew as a natural fiber will. Mildew will and can grow on any surface that is dirty, so to keep your Sunbrella fabrics from mildewing, you must keep your fabrics clean. If mildew growth becomes a problem, please refer to our care and cleaning instructions

Solutions for Cleaning Fabric Stains

Below are our recommended cleaning methods for Sunbrella for some of the most common and toughest stains. Sunbrella Stain Chart (PDF 27k)
Get Adobe Reader

Types of Stains

Recommended Cleaning Solutions

BEER liquid detergent, white vinegar
BERRY liquid detergent / ammonia (3-6% water)
BLOOD (DRIED) detergent / ammonia (3-6% water)
BUTTER volatile solvent (acetone)
CHARCOAL, PENCIL MARKS vacuum, then liquid detergent
CATSUP OR MUSTARD liquid detergent
CHEWING GUM volatile solvent (acetone)
CHOCOLATE liquid detergent, ammonia water
COFFEE detergent, white vinegar, volatile solvent (acetone)
COLA liquid detergent
CRAYON paint, oil or grease remover
EGG (RAW) liquid detergent
GRAPE JUICE liquid detergent
GRAVY liquid detergent
GREASE (CAR) volatile solvent (acetone)
INK (PERMANENT, INDIA,BALLPOINT) paint remover, volatile solvent (acetone), detergent
IRON RUST oxalic or citrus acids, water
LIPSTICK paint, oil or grease remover
MASCARA paint remover, volatile solvent (acetone), detergent, water
MILDEW 1 cup of bleach and 1/4 cup mild soap per gallon of water
MILK liquid detergent
NAIL POLISH volatile solvent (acetone)
OIL volatile solvent (acetone)
ORANGE DRINK liquid detergent, water
PAINT (LATEX) WET liquid detergent, water
PAINT (LATEX) DRIED paint, oil or grease remover
PAINT (OIL OR LACQUER) paint, oil or grease remover
SHOE POLISH (LIQUID) volatile solvent (acetone)
SHOE POLISH (WAX) apply heated iron over towel, volatile solvent (acetone)
SUNTAN LOTION Pine Power or pine oil detergent
TEA liquid detergent
TOMATO JUICE liquid detergent
TREE SAP turpentine, liquid detergent
URINE liquid detergent, white vinegar
VOMIT detergent, water, white vinegar
WATER COLOUR liquid detergent, water, white vinegar
WAX (CANDLE) apply heated iron over towel, volatile solvent (acetone)
WINE liquid detergent / ammonia (3-6% water), white vinegar

Ordering Process

Is there a place for me to add special notes to my order?

Yes. This is done during checkout. There will be an "Order Notes" text box near the bottom of the page for comments and requests. Use the Order Notes to specify alternate locations for zippers and ties, or to include special delivery instructions.

What are your provincial sales tax registration numbers?

  • British Columbia (BC) - PST No.: PST-1016-3740
  • Saskatchewan (SK) - PST No.: 2537736
  • Manitoba (MB) - RST No.: 098257-9
  • Quebec (QC) - QST No.: 1220288061

How can I get a quote?

Add the items you desire to your cart. Proceed to checkout and select "Save as Quote." Enter your postal code to also receive a shipping quote. Use your browser's print function if you want to save a copy of the quote.

How does expediting an order benefit me?

Expediting is a great option for individuals that need to receive their custom items faster than our current lead time. Expediting an order typically cuts lead times in half. Please be aware that production times tend to increase during our "in season" time of the year, which also increases the expedite time accordingly. Some special cases can be met as long as it is within reason. Closer proximity to production facilities can lead to a quicker response time. Contact us with specific inquiries.

What happens after I place my order?

After completing the checkout process, you will receive a confirmation email at the address you provided. This confirmation will serve as your invoice. This is also to confirm that your order information is correct. If you do not receive the confirmation email after checkout, contact us as soon as possible to confirm your order. If you have any questions or problems, please contact our customer service department. We will be glad to assist you.

HELP! I just placed my order, and I need to make a change or cancel my order.

If you just placed your order and notice an error on your part, or ours, please let us know IMMEDIATELY by giving us a call or using our contact form, and we can easily correct it for you. If you let us know about an error within one business day of your order placement, we can correct virtually all problems. Beyond that, we cannot guarantee your changes will not incur extra costs if materials have already been cut for your order.

Shipping and Payments

What payment methods do you accept?

At CushionSource.ca, we provide a secured checkout with Secure Socket Layering (SSL up to 256 bits) for processing your payments online. Add items to your cart and click Secure Checkout to make your payment using a Visa, MasterCard, Discover, or American Express. You can also use this method to pay using your PayPal account or PO (purchase order). Payments using a purchase order are placed on hold until we receive your PO and credit information. Payments will be billed as "OCG LLC" — our parent company name.

All payments will be processed in United States Dollars (USD).

When will my credit card be charged?

Due to all orders being custom orders made to your unique specifications, your credit card will be charged within 24 hours of placing your order. Online orders are immediately charged to your credit card/PayPal account.

All payments will be processed in United States Dollars (USD).

Why must my payment be processed in United States Dollars (USD)?

Even though your custom orders will be manufactured at our Canada facility, our Sales and Administration Departments are located in the United States, so we must process your payment in USD.

The lead time on my cushion seems long. How long before my cushions will arrive?

Your custom items are your own special creation — we make them to order only for you. If you select unique materials for your custom creation, more time may be needed to receive the materials from our supplier. Our production times vary depending on the season. Off season can take as little as a week, while peak season can, in extreme cases, go five weeks or more. Orders can be expedited, but a RUSH fee may apply. Rush is available at our discretion and may not be offered depending on the state of production. You may contact customer service to check on your order, but due to the nature of our business, we may not be able to give an exact date for completion and shipping of your cushions.

Can I pick up my order to save on shipping?

No, we're sorry, but due to our insurance policy and for your protection, customers are not allowed to visit our production facility.

What is your return policy?

Please see our terms and conditions.